Haringey CCG Communications and Engagement Sub- Committee. TITLE: Engagement partnership provision update - Haringey CCG,

Transcription

1 MEETING: Haringey CCG Communications and Engagement Sub- Committee DATE: 12 December 2018 TITLE: Engagement partnership provision update - Haringey CCG, AUTHORS: The Bridge Renewal Trust and Public Voice SUMMARY: This report provides a progress update on the implementation of the Engagement Partnership programme of work commissioned by Haringey CCG for the period October November RECOMMENDED ACTION: Members are asked to: NOTE the content of the report. 1. Introduction 1.1 The Bridge Renewal Trust and Public Voice are commissioned by the CCG to support the following activities: Engagement network meetings Public meetings Engagement in developing and commissioning services and care pathways Promotion of CCG and health campaigns and services New Primary Care Premises 2. Engagement network meetings 2.1 The next Engagement Network meeting will take place on 18 December 2018, at Winkfield Resource Centre. The meeting times will start and finish slightly earlier, at pm. Our recent membership survey revealed that this new meeting time is what most members prefer. The meeting will include the following agenda items: Care Closer to Home Integrated Networks (CHINS) update Intermediate Care (Frailty Strategy)

2 2.2 The previous Engagement Network Meeting took place on 3 July The presentations and discussions focused on prescribing medicine for minor illnesses consultation, updates on Engagement Network membership survey, Home from Hospital service update and NHS 70th birthday celebration. 3. Public meetings 3.1 This year, the CCG public meetings were held on 11 October 2018 at the Tottenham Green Leisure Centre. Approximately 230 people from diverse backgrounds including residents and organisations attended both the afternoon and evening sessions of the public meetings. This made possible by the range of support made available including meet and greet volunteers and BSL interpreter. 3.2 At the public meetings, residents, key workers, organisations and their staff participated in table discussions at either the afternoon (2-4pm) or evening (6-8pm) session. 3.3 In preparation for the CCG public meeting, we used our diverse networks to raise awareness of the public meetings. In particular, we conducted focus groups with individuals, who traditionally do not have a voice, to share their experiences of accessing health services in Haringey. Over Summer, we visited 10 focus groups, including the elderly, vulnerable adults, people living with disabilities, long-term conditions, LGBTQ+, BAMER, parents and children, and young people. From these focus groups, we identified 9 themes recommended for the discussion tables at the forthcoming public meetings these included two new themes, Young people and technology and LGBTQ+ care. 3.4 The experiences gathered from the focus groups were then used to help shape the agenda of the two public meetings. The 10 identified themes chosen for the table discussions were as follows: Care Closer to Home Care for the elderly Children and Young people - Health GP access and hubs NHS 111 Mental Health - Adults Prevention Urgent Care NCL STP and Orthopaedic review Fairness Commission 3.5 The meetings were chaired and facilitated by our Chair Dr Peter Christian and Lay Vice Chair Cathy Herman. Following the welcome and introduction to the meeting, each participant took part in two rounds of table discussions. At each table there

3 was a facilitator (from Haringey CCG) and a note taker (from Bridge Renewal Trust/ Public Voice). Haringey CCG public meeting - Table discussions - Tottenham Green Leisure Centre, 11 October Upon signing in, we asked guests to state where they heard about the event. Below is a graph of what we found:

4 3.7 At the Haringey CCG Public meetings, we also asked guests to fill out an evaluation form to obtain their feedback on the public meeting. A total of 75 forms were filled and submitted. Below is a summary of what guests told us: What went well? A majority stated the table discussions went well Most guests found the discussions frank and open Some guests said they left with a better understanding of service delivery and key issues in the borough Many guests found the networking aspect between health professionals, organisations, residents and CCG facilitators very effective Some guests found the table discussions a great opportunity to raise issues Most guests found the table discussions very informative Other areas that some of the guests thought went well were: Food Friendliness Organisation Timing Format Positive attitudes all-round What didn t go so well? Many guests struggled to hear each other and the facilitators due to noise Some guests thought the time was a bit short for some groups of table discussions Some guests did not have time to participate on a second table discussion, due to their table being quite full. These guests chose to stay at their initial table so that they could be heard and experience a fuller, more in-depth conversation A few guests mentioned that some facilitators needed to manage the discussion slightly better by managing the time they spend listening to each guest. More assertive chairs are needed as some table were not chaired well. Some guests dominated the discussions with their own personal medical conditions, being heard more than others Location wasn t good for disabled users (note the lift was not working and disabled guests had to use the side entrance via the library) A few guests were not satisfied with the mic levels but acknowledged this improved during the meeting The STP table focused on Orthopaedics but didn t advertise this. Suggested that it would have been helpful to receive a paragraph on each table in advance. Lack of discussion on NCL policies e.g. Estates, POLCE Lack of seating per table discussion

5 Access for people to float to different tables wasn t great Some speakers not being heard well enough at times and some are not speaking close enough into the microphone What would you like to see at future public meetings? Follow up on how issues at previous public meetings have been addressed List of participants and their organisation / name and organisation badges Somewhere to leave a contact (as voluntary care professional) to be part of the directory More meeting with this format and then feedback on what has actually happened since the last meeting Keep the noise down in the room for people to hear one another s comments Perhaps stating how health is changing and where to find this information Extended time Smaller tables as some guests could not hear one another at the tables Extended time More seating All speakers holding the mic closer when speaking into it More Haringey residents Chance for the public to speak on the mic More formal submissions/ follow-up More advertised check-ups - preventative health sessions e.g. cholesterol, blood pressure checks etc. Guest speakers from mainly VCS organisations that have collaborated with the CCG in some way Allow guests to speak on the mic Younger service users and guests Discharge process - more money is needed for community groups More organisation - to allow for general questions Discussion on the minimum living wage and how this affects health for both under 25s and over 25s More information about local services for elderly and mental health More publicity - should be more publicity at GP practices in particular Guests from the Turkish, Kurdish and Somali communities Short ten-minute segments from key professionals - and maybe at least one from a service user representative Were you overall satisfied?

6 4. Engagement in developing and commissioning services and care pathways and promotion of CCG and health campaigns and services 4.1 Haringey CCG website testing Healthwatch undertook some user testing around the Haringey CCG website to understand how easy it is to navigate around the current website; look at whether the information was presented in a clear and user-friendly way and whether there was other information that users would like to see. Feedback was received via: a) Online forums b) Survey Monkey c) Workshop with volunteers The main feedback highlighted that: the search functionality was not very good the website seemed to be aimed at professionals rather than local people particularly the design the website language should be simplified and should have one voice (every page has a different style) the website layout is different on a laptop/tablet held horizontally to on a phone or tablet held vertically with some of the menus appearing differently or not appearing at all It was not clear that you had to scroll down for further information

7 Some of the social media links were poor, Facebook does not work and YouTube only has one video which tells you about Islington CCG. Healthwatch produced a summary report which was sent to the CCG in October Help Us Help You Winter 2018 campaign Healthwatch and Haringey CCG are both members of the NMUH A&E Communications Action Group and work is continuing around improving messages to local communities, specifically Turkish speaking communities and parents of young children, around making more appropriate use of primary care and avoiding going to NMUH A&E when it is not necessary. An engagement plan has been produced and the Help Us Help You campaign materials received. Engagement will be undertaken over the next few months and will include targeted communications; visiting key community groups/ambassadors and various stalls across Haringey. We are also planning to have a version of the Help us Help You leaflet translated into Turkish. 4.3 GP Hubs promotion We continued to promote the evening and weekend appointments at 35 Healthwatch and Haringey Advice Partnership community stalls, held at locations across Haringey including libraries, GP surgeries, hospitals, supermarkets and events for service users and carers. As well as promoting this through our Healthwatch signposting service and through online communications. 4.4 Communications The following information has been promoted and shared via Twitter, on the Healthwatch website and e-newsletter and via Community Impact Haringey: Haringey CCG Public Meeting (Thursday 11 October) Good Thinking online tool on Twitter to support Londoners with their mental health and wellbeing Help Us Help You stay well this winter campaign Cold weather warnings. Get your flu jab, throughout the period. See a pharmacist early /Pharmacies, throughout the period. Evening and weekend appointments with a GP or Nurse North London Partners Integrated Care in North London engagement event (Tuesday, 27th November) Whittington Health Children and Young Person's Ambassador recruitment. 5. New Primary Care Premises

8 5.1 Work on phase one was completed by Public Voice/Healthwatch Haringey on engagement around the proposed new primary care premises. This included targeted engagement via: invitation to patients and PPG members Leaflets and posters promoting the reference groups Printed and online survey 5.2 Patients and PPG members from the three lead GP practices (Arcadian Gardens, West Green and Lawrence House) gave feedback at the eight reference group meetings that took place from July to October There were some ideas and suggestions that were common across all three proposed sites and patients wanted: Access to a range of secondary health services in their local community rather than needing to travel to hospital The ability to have blood and urine tests taken at their local health centre Better access to talking therapies 5.4 Full details of the feedback can be found in the Haringey Primary Care Premises Engagement - Phase One Report which was sent to the CCG in November Gathering patient and public engagement intelligence 6.1 In this role, The Bridge and Public Voice are required to: Maintain an overview of patient/ service user and public engagement activities happening across Haringey, at both the CCG and Council. Share the engagement intelligence in an agreed format with the CCG every quarter. 6.2 The following intelligence can be shared with CCG: Community First - From June to October 2018, The Bridge hosted a series of community engagement events across Haringey to hear the views of residents and community groups about local services and how they can get involved. The opinion, ideas and feedback of the community will be provided in a report due in December The report will help provide a more community orientated perspective and understanding of the requirements of a new model for prevention and early help in Haringey. CCG GP Bulletin - Healthwatch have been working with CCG Communications to highlight feedback from local patients and issues captured through our signposting service for inclusion in the GP bulletin. Below are examples of the first two articles.

9 7. Haringey Fairness Commission 7.1 Aims: Haringey Council set up the Fairness Commission in September 2018 to develop practical recommendations on how the council - working with others - can tackle inequality and promote fairness in the borough.

10 7.2 Commissioners: The Commission is co-chaired by Cllr Zena Brabazon, Haringey Council Cabinet member for Civic Services and Professor Paul Watt, a Professor of Urban Studies in the Department of Geography at Birkbeck, University of London. There are 21 members of the Commission including Tony Hoolaghan - Chief Operating Officer Haringey Clinical Commissioning Group, Sharon Grant OBE Chair, Public Voice and Geoffrey Ocen, Chief Executive, The Bridge Renewal trust. 7.3 Issues: The Commission is focusing on a range of themes, which all have a clear link to reducing inequality and promoting fairness. These areas will be tested and refined as the Commission develops and include: Jobs Finance including debt Housing Health and social care including ability to live long, healthy and independent lives, mental and physical health, adult social care and social isolation Children and Education Communities and Neighbourhoods Local environmental quality 7.4 Timescales: The Commission will make final recommendations in summer Engagement Events: The following events have been undertaken: Haringey CCG Public meetings on 11 October 2018 at Tottenham Green Leisure Centre Voluntary and Community Sector Forum on 15 October 2018 at Alexandra Palace Public meeting on 1 November 2018 at Park View School 7.6 Key findings to-date include: For this report, we report on Health & Wellbeing table discussions which have identified issues relating to the NHS as the most important topic that was raised. This has a knock-on impact on both social care and public health. Issues raised included: GPs - long waiting times and overall red tape, were voted as the biggest priority. Having better means of communication with case workers was also a priority. While other problems were mentioned, the group raised a number of issues around the Council s ways of working, such as the processes for reporting issues to the council, things falling between the gaps and not being followed up, and inhouse services seeming less responsive. Lack of funding in the NHS and this meaning people don t get the treatment they need. Lack of social connections for autistic children and adults, and the lack of respite for carers. Lack of affordable venues for community groups, including the closure of day care centres.

11 Several issues around the way the Council works means of accessing help are difficult; there is a lack of awareness around services. People also wanted to see more initiatives around mental health, particularly in schools; More connections between people, particularly at weekends. 7.7 Future events: Planned events include: Pop-up Stall, Muswell Hill Broadway on Saturday 12 January 2019 from 11am - 1pm Public Event, St Mary s Primary School, on Tuesday 15 January 2019 from 5pm - 7pm Pop up stall, Seven Sister Tube Station on Tuesday 29 January 2019 from 4-6pm